The Written Word

Modern technology can make training exciting, but written manuals are still the most effective — and in some cases required — training tool.

(See also "Guide to Writing Tips")

By Allen F. Weitzel

Many park workers today belong to the MTV generation, so it makes sense to present data in a medium they can best grasp. For employee training, parks are using video conferencing, interactive monitors, computer presentations, standard videos, audio tapes, as well as live action training. The time has come to disregard those old stodgy written employee manuals, guides and checklists. Or has it?

Videos, CD-ROMS, and audio tapes are easy to produce and use. They often cover the material in a more entertaining way. Besides, reading levels in some parts of the world are plunging drastically. Nevertheless, there are several reasons why parks should continue to use the written word when providing employees the information they need to know.

First, in many countries, the written word is still required by law. In the United States, OSHA laws require that employees be trained and that training be documented. Even if you show a video to an employee, you must document what was communicated and when they received that training. Second, the legal system has not fully accepted all forms of electronic data in the resolution of court cases. Additionally, itÍs easier to locate specific data by flipping through a well-organized reference document rather than fast forwarding a video. Finally, the permanence of the written word allows important instructions and lessons learned to stay in place well after a manager or worker has left employment.

THE VALUE OF GUIDES

Written guides help organize and document park procedures, and effectively train park employees. Guides can serve as reinforcement of training: you can verbally train employees with on-the-job training and then use guides to reinforce that training process. Or guides can be used in preparation for training: you can give an employee the information about the job before they begin a task. Guides can also supplement multi-media training. Once the employee learns from a CD-ROM or video, a written hand-out can punctuate the key points covered in the training.

Guides can be used to clarify rules and regulations. Documentation is important in training as well as in situations where training has failed and the employee must be terminated from the position. When employees are asked to read a guide and are required to sign that they have read that guide, they cannot later claim that they were not told about a particular subject.

Guides are excellent tools to use in emergency training. When you have to train someone on a job as a temporary fill-in, you can ask the employee to read about the job before training. This hastens the training process and reduces training time. An employee cannot take a video player to the job site, but he can take along a multi-page manual to refresh his memory of work station procedures.

Guides are helpful in covering small details. Even in the best training sessions, instructors always forget to cover certain points. A comprehensive training guide will cover those points. Also, a video or audio tape that covered every small detail would quickly lose an employeeÍs attention.

Finally, guides can run a department. A comprehensive program of guides, checklists and procedure sheets that cover all the primary departmental functions can effectively keep a department functioning when management is not present.

TYPES OF GUIDES

Before you begin writing guides, you must consider several types of guides. A general employee handbook should be given to every new employee. A department guide should cover policies and procedures for an individual department. And a job guide should cover specific parts of a job function.

A station guide should cover details of operating a station or work area. It should cover the details of opening, operating, closing, emergency situations and any other consistent job function. Job function guides are sometimes necessary for a specific job function that employees in different positions may perform or that requires a greater amount of training.

Procedure manuals should cover the operation of a machine or mechanical device. At the very least, it should include the operation, maintenance, and safety of a device.

Policy manuals should cover working conditions, policies, dos and don’ts or any programs an employee would have to adhere to in his or her work environment. It must be approved by the personnel department for legal accuracy. Management manuals can offer theories, concepts, or tips for handling the management of a facility.

GUIDE WRITING

Guides are easy to write and prepare. First, make a list of the guides you want to write. Then, prepare file folders for each guide, and during the busy season place ideas for the guide into the folder as they occur to you. When you finally write your guide in the slow season, you will have saved all those important ideas.

When the work load slows down at a work station, have employees write down what they do. Ask the employees to list all the parts of a job—opening, closing, operating, etc. Their notes will not only give you information to insert in your guide, but will also help you determine the level of proficiency of your employees. You may find you will need to retrain some of your employees. If a guide from an employee is close to being acceptable, make minor changes as needed and start using this as your guide. Remember to revisit the guide each year to determine if it requires editing. Eventually, you will develop a very detailed and well polished document.

Until you get the hang of guide writing, always begin by creating the easiest guides first. Consider writing a guide for a job position you know thoroughly or a position with minimal duties.

Ask others to review your guide. Refer to the experts. For example, fire extinguisher training should be reviewed by the local fire department. Get key personnel involved. The final draft should be endorsed by the chain of command, which could include the manager of your department, the safety or personnel department, the vice president of your division and possibly the general manager. Certainly, ride operation guides should be reviewed by the director of maintenance.

After making the changes suggested during the approval process, you are ready to print your guide. Remember, review all guides annually to determine if they need to be updated. With review and updates, each guide will become more finely tuned. Note, however, that until your final guide is printed, you may need to circulate working drafts to employees for training.

WHAT TO INCLUDE IN A GUIDE

A good guide should include an introduction, rules regarding general conduct, terminology, and details of the job. The guide should describe emergency situations and the appropriate response, as well as means to prevent the emergency from happening, if possible. Each job position’s responsibilities in emergency response should be detailed (i.e., lock up and secure areas, assist in evacuation, report to supervisor, etc.).

Some guides should include any forms that employees might have to complete during the performance of their jobs, and instructions on how to complete the paperwork. Guides should include any tips or tricks that can make an employee’s job easier and more enjoyable. They should also discuss how a job might affect other functions, which are not directly related to the immediate job performance.

Guides should also describe the chain of command. Everyone wants to know who their boss is and how they fit into the big picture. In a technical manual, this section would be a trouble shooting section, telling employees who to call if problems occur.

Safety is an important topic in any guide. Guides should include the details of a department’s safety program, information about specific hazards, safety precautions and hazardous substances.

Finally, a disclaimer indicates that the guide is not a binding employment contract, but merely a training aid. And an employee acknowledgement form should be signed by the employee affirming that he has read, understands and agrees to follow the procedures outlined.

THE REWARD OF GUIDES

Once you have the job functions documented in guide form, you will be pleasantly surprised to see how well informed your employees have become. Things you used to have to remind them to do will be completed without requiring follow up. You will enjoy more time for other important duties in your daily schedule and a marked improvement in employee productivity. Costs to produce a guide will be outweighed by the money saved with less one-on-one training time, fewer mistakes and less follow-up training.

One important aspect of guides is that they are the primary resource for documenting employee tasks. They set and maintain standard procedures within a department. Guides are often used in court cases to demonstrate training procedures, so you should use care in writing down exactly what you want an employee to do and how it should be done.

Guides can reinforce employee training, cover details missed during hasty training sessions, document job functions for future reference, protect the company interest during litigation or when inspected by a regulatory agency (and questioned on employee training) and ensure all your employees receive the same job knowledge. So dust off your typewriter (or computer keyboard) and make good use of the written word.

Allen F. Weitzel is a California writer who has worked in the amusement industry for more than 30 years. He has worked in or managed almost every department that can be found in the amusement business. His writing has been featured in a variety of national publications. Allen lives in San Jose with his wife, two computer-guru sons, two cats and Sparky the dog.

For a point-by-point guide to writing tips, click here.

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